Muna Onwuboro
Kitchener,ON
Summary
Self-driven professional with 5+ years of experience in Customer Engagement, excelling in Customer Service and resolving inquiries across various channels. Skilled in maintaining detailed customer records, collaborating cross-departmentally, and escalating complex issues for resolution. Proficient in CRM systems, with a track record of meeting and exceeding customer expectations to drive business objectives. Strong interpersonal and communication skills, ensuring prompt, accurate, and empathetic customer interactions.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Cersei Partners Nigeria Company
Lagos, Nigeria
04.2021 - 12.2022
- Interacted with customers via various channels (phone, email, chat, social media, zoom, teams) to provide information and assistance
- Resolved customer inquiries, complaints, and issues promptly and professionally
- Listened to customers' concerns, understanding their needs, and offering appropriate solutions or alternatives
- Provided accurate and up-to-date information about products, services, policies, and procedures
- Processed orders, returns, and exchanges, ensuring accuracy and customer satisfaction
- Keeping detailed records of customer interactions, transactions, comments, and complaints in a CRM system
- Collaborated with other departments, such as sales, marketing, and technical support, to address customer concerns and resolve problems
- Created requisitions, purchase orders, and journal entries, tracking outstanding invoices and receipts
- Identified and escalated complex or unresolved issues to higher-level support or management as needed
- Maintained a positive and empathetic attitude towards customers, even in challenging situations
- Improved knowledge of products, services, and industry trends to better serve customers
Executive Assistant
Nigeria Maritime Administration and Safety Agency
Onne, River State
03.2018 - 03.2021
- Maintained physical files and digitized records organized for easy updating and retrieval by authorized team members
- Managed reception duties and served as the first point of contact for visitors, handling all phone calls for general and emergencies while redirecting and following up as necessary
- Streamlined operations and prioritized tasks, allowing team members to increase productivity
- Updated team members on changing business needs by thoroughly documenting internal and client meetings
- Created requisitions, purchase orders, and journal entries, tracking outstanding invoices and receipts
- Screened calls and emails and initiated actions to respond to or direct messages for the port service controller
- Distributed and received tender documents for the department, maintaining files for project renewal and insurance claims
- Produced accurate office files, updated spreadsheets, and crafted presentations to support the team and boost team efficiency
- Regularly updated and maintained the on-call manual to reflect changes
- Responded to emails and other correspondence to facilitate communication and enhance business processes
- Assisted with the work order system by entering data, following up, and connecting invoices to work orders
Education
Global Business Management -
Conestoga College
01.2024
International Relations and Diplomacy -
Afe Babalola University
01.2018
Skills
- Excellent verbal and written communication skills
- Project Management
- High Proficiency in Microsoft Office Suite
- Technical and Programming skills
- Salesforce
- Customer Relationship Management (CRM)
- Detail-oriented and organizational skills
- Critical thinking
- Problem-solving
- Interpersonal skills
- Empathy
- Emotional intelligence
- General accounting knowledge
- Team Collaboration
- Customer Service
- Administrative Support
Certification
- Project Management Foundation, 05/01/24
- CPR and First Aid Certified/AED, 05/01/24
- Basic Life Support (HCP), 05/01/24
- Safety in Workplace, 05/01/24
- Worker Health Safety and Awareness in 4 Steps, 05/01/24
- Managing Globally, 05/01/23
References
Available upon request
Timeline
Customer Service Representative
Cersei Partners Nigeria Company
04.2021 - 12.2022
Executive Assistant
Nigeria Maritime Administration and Safety Agency
03.2018 - 03.2021
Global Business Management -
Conestoga College
International Relations and Diplomacy -
Afe Babalola University
- Project Management Foundation, 05/01/24
- CPR and First Aid Certified/AED, 05/01/24
- Basic Life Support (HCP), 05/01/24
- Safety in Workplace, 05/01/24
- Worker Health Safety and Awareness in 4 Steps, 05/01/24
- Managing Globally, 05/01/23